Complaint Review: Ivory + Mason Eyewear

Back in July 2013, this company teamed up with FabFitFun.com to be included in their gift box.  For the price of the giftbox, a pair of sunglasses from Ivory + Mason was included.  Apparently, a lot of people were not satisfied with their choice of sunglasses, and opted to exchange it directly through Ivory + Mason.  So, this company charged people $9.95 for option to exchange the pair of sunglasses for a pair of his/her choice.  I was one of those people who took them up on this offer.  I was advised to go ahead and send the sunglasses back and include my return address inside the envelope.  $9.95 was also collected.  

A few weeks went by and I did not receive the exchange like I was expecting.  I got back in touch with "Bess", and was told that there were many people requesting exchanges and they were currently backed up.  I understood, and agreed to wait.  The next time I emailed customer service, I received no response.  I emailed again, and this time someone named "Mike" with the email address m@miker.net (suspicious that they are emailing me through another website, but I digress) told me that they would send me out a pair of the sunglasses I wanted right away, and requested my address.  Another two weeks went by, and no word, so I emailed again, and got no reply.

I also went on their facebook fan site and let a comment and the next day I saw that it had been deleted, and apparently they blocked me since I am no longer able to leave comments.  It is clear to me that when they had made this agreement with FitFabFun.com that they would honor exchanges they had no idea how many people would actually want to exchange merchandise.  Maybe somewhere along the way, they realized they didn't want to, hence the situation I find myself in.  My issue with this whole situation is that they ignored my emails, took my money, told me they were going to send it, with no intention of doing so.

Had they apologized and told me that they couldn't honor the exchange and given me back the pair I initially received, and refunded my $ for the exchange, while I would have been disappointed, I could've lived with that.  However, the lying and agreeing to send merchandise, and ignoring the emails is very passive aggressive and does not inspire confidence.  

When I was writing on their FB wall, I noticed someone else had posted a comment, asking who they would need to speak to about poor customer sevice.  I saw that along with my comment, that comment had been deleted as well.

It is unfortunate that it has come to this where I am writing a ripoff report on this company.  Had they had the decency to deal with me directly instead of dodging me or feeding me lies to appease me, we wouldn't be here now.  I ended up disputing the charge on my credit card, and told Ivory + Mason that I'd be doing so.